FRANCK MBIDA BANA
Bilingual Customer Service & Operations Specialist
Pasig, Metro Manila,00
Summary
Accomplished and results-driven Bilingual Customer Service Representative with over 6 years of progressive experience in telecommunications, emergency roadside assistance, and financial operations. Seeking a challenging role within the Management or Communications Department to leverage expertise in cross-cultural communication, strategic problem-solving, and operational efficiency to advance corporate objectives. Proven ability to excel in high-volume, demanding remote and on-site environments demonstrates a strong commitment to delivering exceptional service and driving organizational success.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Bilingual Customer Service Representative, On-Site (French/English)
SIX-ELEVEN PHILIPPINES
07.2024 - 09.2025
- Delivered premium, bilingual customer support across live chat, email, and inbound calls for emergency roadside assistance clients (jump start, towing, winching, tire change).
- Verified service eligibility and coverage quickly to authorize and initiate assistance, ensuring immediate client satisfaction and safety.
- Managed and resolved complex customer account issues through expert troubleshooting and service recovery protocols.
- Efficiently created, dispatched, and re-dispatched service tickets using proprietary systems, optimizing field service agent deployment and response times.
- Emergency Roadside Assistance - Nation Safe Drivers Account
French Bilingual Analyst – Emergency Roadside Assistance & Dispatch Team (Remote)
SIX-ELEVEN PHILIPPINES
05.2022 - 05.2023
- Managed and resolved inbound inquiries via calls, emails, and chats for emergency roadside assistance, maintaining a high level of professionalism under pressure.
- Utilized available resources and databases (Gorgias, Zendesk) to efficiently gather required information and solve customer problems on first contact.
- Contributed to departmental efficiency by performing ad-hoc projects and duties as required by management.
Internet Marketing Specialist with French – (Remote)
SixEleven Global Services And Solutions
01.2021 - 02.2022
- Cultivated relationships through direct communication with online merchants and publishers to gather marketing content.
- Conducted in-depth competitive research and compiled comprehensive daily reports on market trends and competitor activities.
- Ensured content integrity by reviewing published material and verifying the validity of information and hyperlinks across various online marketplaces.
French Bilingual Service Desk Analyst -Technical Support with Orange Cameroon (On-Site)
ORANGE CAMEROON
01.2020 - 01.2021
- Provided essential Tier 1 and Tier 2 technical assistance, responding to incoming IT support calls and managing ticketing via RTTMS.
- Successfully resolved technical issues related to networking, hardware configuration (laptops, desktops), and software installation/maintenance.
- Contributed to departmental efficiency by performing ad-hoc projects and duties as required by management.
Education
Master in Administration of Posts, Telecommunications and Information and Communication Technologies - Logistic and Transport
National Advanced School of Posts, Telecommunications and Information and Communication Technologies
01.2023
Bachelor of Arts - Operations Management in International Trade
MATAMFEN Higher Institute
01.2013
Skills
Customer & Communication Excellence
Technical & Financial Proficiency
Leadership & Strategic Management
Bilingual Fluency (French/English)
Account Payable Processing
Strategic Planning & Forecasting
Customer Relationship Management (CRM)
Invoicing & Purchase Order Management
Team Organization & Delegation
Multichannel Support (Chat, Email, Voice)
Accounting Transaction Recording
Advanced Problem-Solving
Client Onboarding & Orientation
IT Service Desk & Technical Support
Interpersonal Communication
Cross-Cultural Interpretation
Advanced use of SAP & QuickBooks
Decision-Making & Motivation
CRM & Service: Gorgias, Zendesk, Shopify, Sales Force (Advanced)
Accounting & ERP: SAP (Advanced), QuickBooks, RTTMS (Advanced)
IT & Infrastructure: Active Directory, Citrix WVD, Cloud Platforms
Productivity: Microsoft Office Suite (Word, Excel, PowerPoint)
Timeline
Bilingual Customer Service Representative, On-Site (French/English)
SIX-ELEVEN PHILIPPINES
07.2024 - 09.2025
French Bilingual Analyst – Emergency Roadside Assistance & Dispatch Team (Remote)
SIX-ELEVEN PHILIPPINES
05.2022 - 05.2023
Internet Marketing Specialist with French – (Remote)
SixEleven Global Services And Solutions
01.2021 - 02.2022
French Bilingual Service Desk Analyst -Technical Support with Orange Cameroon (On-Site)
ORANGE CAMEROON
01.2020 - 01.2021
Bachelor of Arts - Operations Management in International Trade
MATAMFEN Higher Institute
Master in Administration of Posts, Telecommunications and Information and Communication Technologies - Logistic and Transport
National Advanced School of Posts, Telecommunications and Information and Communication Technologies